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How Do I Unfreeze My Xfinity TV?

Last Updated Jun 21, 2022
woman upset watching tv

If your Xfinity TV is frozen, there are a few different things that you can do to fix it. Depending on the cause of the freeze, one of the methods we’ll share may work better than the others.

One of these easy steps may help you unfreeze your Xfinity TV. If the problem persists, you might need to get professional help. Read on to explore each of these methods in detail.

How to Unfreeze Xfinity TV

It can be extremely frustrating to watch your favorite show to find that your Xfinity TV is freezing up at the end of a long day. Now, is it the TV, or is it the box? Follow these recommendations to fix the problem and find out the cause:

  1. Turn the TV off and back on
  2. Turn the Xfinity box off and back on
  3. Restarting the Xfinity box online
  4. Restarting the Xfinity box with the app
  5. Check all the wired connections

Even though this is probably the last thing you want to do when you just want to relax and watch TV, most of these steps aren’t time-consuming and will unfreeze your Xfinity TV. Keep on reading to learn how to do each of these steps. 

Turn Your TV off and Back on

If your Xfinity picture is frozen, the first thing that you should try is simply turning the TV off and back on again. This can sometimes reset the system and eliminate any glitches that may be causing the freeze. 

Simply find the power button on your TV or remote and press it. Hold it down for a few seconds until the TV powers off. Once it’s off, wait a minute and then turn it back on.

If you think the problem truly lies within your TV and not the box, you should perform a reset on your TV.

Turn Your Xfinity Box off and Back on

You probably don’t give your cable box a second thought – it just sits in the corner of your living room, doing its job without fuss. But now and then, your box may need a restart. Restarting your Xfinity cable box is a fairly simple process. Here’s how to do it:

  1. Press the power button and unplug your cable box from the power outlet.
  2. Wait for 60 seconds, then plug the cable box back in.
  3. Once the box has restarted, you should be good to go!

If you’re still having trouble after restarting your cable box, you may need to try other fixes shared below. But in most cases, a simple restart will do the trick.

Restarting From My Account Online

Another easy way to restart your box is via My Account online. This can help troubleshoot many common issues and is a quick and easy way to get your TV service up and running again. Follow these steps:

  1. Go to My Account and log in with your Xfinity ID and password.
  2. Select the “Manage TV” option.
  3. Choose “Troubleshoot”
  4. You’ll see two options: Restart Device and System Refresh. Choose “Restart Device.”
  5. Select “Start Troubleshoot” and keep your device plugged in while it restarts.

If you’re still having trouble with your TV after restarting it, you can continue with the other solutions below.

Restarting From the Xfinity App

Restarting your box should be a breeze if you have the Xfinity My Account app installed on your phone or tablet. If you don’t have the app, you should install it. It’s available on iOS and Android. To restart from the app, you’ll:

  1. Open the app and find “TV.”
  2. Under “Support,” select “Troubleshoot.”
  3. Select “Restart Device” 
  4. Select “Start Troubleshooting”

It’s important to know that you shouldn’t unplug or turn off any of the Xfinity boxes in your home while this process is happening.

You can also select “System Refresh,” which will restart all the boxes in your home, whereas “Restart Device” only restarts one. 

Check All the Wired Connections

One of the most frustrating things that can happen when you’re trying to watch TV is when the picture starts freezing up. If this happens to you, the first thing you should do is check all the wired connections. This includes ensuring the HDMI cable is plugged in correctly, and the power cord is plugged into the TV.

Call Xfinity Customer Service

If your Xfinity is still on the fritz, the next thing you can do is call Xfinity customer service. They may be able to help you troubleshoot the issue and get your TV unfrozen. The good news is that Xfinity Customer Service is available to help you with either issue.

They will often help you fix minor glitches and may clear up any error messages you’re seeing in no time. 

If it has something to do with your cable box, Xfinity can help you determine whether that’s the case and, if so, help you choose the right replacement. They can also walk you through setting up your new box and getting it activated. In either case, Xfinity Customer Service is available 24/7 to help you resolve your TV issues.


One of these troubleshooting methods will probably help you unfreeze your Xfinity TV. That said, sometimes, the problem could just be a result of a poor internet connection. In that case, check the connections and see if changing the modem’s position helps. Contact customer support as the last resort if everything else fails.

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